Lead - Service Operations and Product Management

Ciena is a global leader in high-speed connectivity, committed to a people-first approach. The Product Manager is responsible for defining and delivering digital capabilities across the service supply chain and customer operations workflows, acting as a bridge between business and IT.

Responsibilities:

• Define and execute product roadmap aligned to business priorities
• Build business cases by collaborating with stakeholders
• Translate business needs into user stories, requirements, and backlog
• Work with IT using Agile / Scrum (sprint planning, refinement, reviews)
• Conduct discovery (stakeholder inputs, workflow analysis, gap assessment, validation)
• Manage product lifecycle activities including releases, updates, and feature enhancements
• Monitor market trends and competitive landscape to inform product evolution
• Define and enhance supply chain workflows including order management, logistics, inventory planning, repair and global trade
• Define and enhance CRM workflows (Salesforce) with focus on customer experience, case management and synergy between hardware requests/engineering dispatches/tech support
• Support for production issues, escalations, service requests
• Enable and support B2B integrations across partner systems
• Lead and support UAT by defining and executing test scenarios, training end users and implementing feedback
• Use data analytics to drive decisions and improvements
• System connectivity and data exchange platforms such as B2B integration, APIs, Snowflake, MuleSoft
• Drive alignment across operations, IT and cross-functional groups including supply chain, customer account teams, entitlement and services
• Act as a change agent- define change management plan, train end users, document SOPs and lead adoption
• Lead projects with external vendors with clear documentation of requirements, current and future state process flows, data mapping and iterative feedback implementation

Requirements:

• Experience in product management within software, supply chain or telecommunication environments
• Strong ability to translate technical requirements into product features
• Excellent cross-functional communication and collaboration skills
• Supply chain operations- order management, logistics, inventory, distribution, repair
• Customer service and experience, technical support, service operations
• Product Management and Agile/scrum practices – backlog grooming, sprint planning, release planning
• CRM platforms such as Salesforce, Reporting tools (Power BI)
• System connectivity and data exchange platforms such as B2B integration, APIs, Snowflake, MuleSoft
• Business analytics, data modelling - structuring data for workflows, reporting, and decisioning
• Bachelor's degree in related field from a four-year college or university; or equivalent combination of education and experience
• 7-10 years working on technology-powered products as a product manager/owner, engineer, data analyst, data scientist, or user experience designer